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Manager, Quality Assurance (IPO)
full-time•Taipei City
About this role
<p> </p>
<p lang="en-US" style="margin-left: .375in; margin-top: 0pt; margin-bottom: 12pt; font-family: Aptos; font-size: 12.0pt; color: #4a4a4a;"><span style="font-weight: bold;">Position: IPO QA Manager</span> </p>
<p lang="en-US" style="margin-left: .375in; margin-top: 12pt; margin-bottom: 12pt; font-family: Aptos; font-size: 12.0pt; color: black;">As the <span style="font-weight: bold;">IP Operations QA Manager</span>, you will be responsible for building and overseeing the quality governance framework for our Intellectual Property Operations (IPO) team. You will lead a dedicated team of QA specialists to ensure that every decision—from seller gating to counterfeit detection and appeal reviews—is accurate, consistent, and compliant with our global policies. </p>
<p lang="en-US" style="margin-left: .375in; margin-top: 12pt; margin-bottom: 12pt; font-family: Aptos; font-size: 12.0pt; color: black;">Your mission is to act as the "second line of defense," ensuring that our agents maintain the highest standards of integrity while protecting customers and brand owners on our platform. </p>
<p lang="en-US" style="margin-left: .375in; margin-top: 0pt; margin-bottom: 12pt; font-family: Aptos; font-size: 12.0pt; color: #4a4a4a;">The responsibility of IP Operations team is as follows: </p>
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<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">IP Monitoring:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Proactively monitor brand listings to detect and remove counterfeit products, ensuring a safe and consistent shopping experience for customers. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Seller Gating:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Vet seller distribution channels through pre- and post-gating reviews to ensure only authorized and compliant listings enter the marketplace. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Appeals & Escalation:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Conduct forensic reviews of seller appeals to verify the authenticity of supply chain documentation and accurately resolve suspected counterfeit disputes. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Intellectual Property Rights (IPR):</span><span style="font-family: Aptos; font-size: 12.0pt;"> Rapidly process and investigate external reports of IP infringement to mitigate legal risks and maintain brand owner trust. </span></li>
</ul>
<p lang="en-US" style="margin-left: .375in; margin-top: 14pt; margin-bottom: 14pt; font-family: Aptos; font-size: 14.0pt; color: #0f4761;"><span style="font-weight: bold;">Key Responsibilities</span> </p>
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<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Quality Framework & Strategy:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Develop, implement, and maintain a comprehensive quality assurance framework for the IPO team. This includes defining clear quality standards, evaluation criteria, and performance metrics that align with business goals. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Process Auditing & Evaluation:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Conduct regular audits of the IPO process, from initial complaint intake to root cause analysis and resolution. Ensure all stages are executed correctly and in compliance with established policies and procedures. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Team Leadership & Development:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Lead, mentor, and coach a team of Quality Assurance Specialists. Provide regular feedback, conduct calibration sessions, and develop training programs to enhance their analytical skills and knowledge of quality standards. </span></li>
<li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span lang="en-US" style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Data-Driven Analysis:</span><span lang="en-US" style="font-family: Aptos; font-size: 12.0pt;"> Analyze quality metrics, including defect rates, resolution times</span><span lang="ja" style="font-family: Aptos; font-size: 12.0pt;"> </span><span lang="en-US" style="font-family: Aptos; font-size: 12.0pt;">to identify trends, process bottlenecks, and opportunities for improvement. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Cross-Functional Collaboration:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Partner with the IP Operations Manager to provide insights that inform policy updates and process enhancements. Work with other cross-functional teams to share feedback and ensure a unified approach to quality. </span></li>
</ul>
<p lang="en-US" style="margin-left: .375in; margin-top: 14pt; margin-bottom: 14pt; font-family: Aptos; font-size: 14.0pt; color: #0f4761;"><span style="font-weight: bold;">Essential Qualifications</span> </p>
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<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">A minimum 3-5 years of experience in a Quality Assurance or similar role, with at least 2 years in a management or team lead position. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">Proven experience in customer service, technical support, or e-commerce environment. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">Strong knowledge of quality management principles, methodologies (e.g., Six Sigma, Lean), and auditing best practices. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">Exceptional analytical skills with the ability to interpret data from various sources (e.g., customer feedback, system logs) to draw meaningful conclusions. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">Excellent leadership, communication, and interpersonal skills, with the ability to influence and align diverse teams toward a common goal. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">Experience with quality management software and a high level of proficiency with data analysis tools (e.g., Excel, BI tools). </span></li>
</ul>
<p lang="en-US" style="margin-left: .375in; margin-top: 14pt; margin-bottom: 14pt; font-family: Aptos; font-size: 14.0pt; color: #0f4761;"><span style="font-weight: bold;">Preferred Qualifications</span> </p>
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<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">Bachelor's degree in Business, Communications, or a related field. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">Experience working in a fast-paced, high-volume environment. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">Certification in Quality Management (e.g., Six Sigma Green/Black Belt, CQE). </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">Familiarity with ticketing systems (e.g., Zendesk) and customer engagement platforms (e.g., Genesys). </span></li>
</ul>
<p> </p>
What you'll do
- The IP Operations QA Manager is responsible for building and overseeing the quality governance framework for the IPO team, ensuring compliance with global policies. This includes leading a team of QA specialists to monitor brand listings, vet seller channels, and conduct forensic reviews of seller appeals.
About Coupang
Coupang is a U.S.-based Fortune 150 tech company listed on the New York Stock Exchange (NYSE: CPNG) that provides retail, restaurant delivery, video streaming, and fintech services to customers around the world under brands that include Coupang, Coupang Eats, Coupang Play, and Farfetch. We help drive the sale of billions of dollars of American goods and agricultural products to South Korea, Taiwan, and 190+ countries and territories.
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Frequently Asked Questions
What does a Manager, Quality Assurance (IPO) do at Coupang?
As a Manager, Quality Assurance (IPO) at Coupang, you will: the IP Operations QA Manager is responsible for building and overseeing the quality governance framework for the IPO team, ensuring compliance with global policies. This includes leading a team of QA specialists to monitor brand listings, vet seller channels, and conduct forensic reviews of seller appeals..
Is the Manager, Quality Assurance (IPO) position at Coupang remote?
The Manager, Quality Assurance (IPO) position at Coupang is based in Taipei City, Taiwan. Contact the company through Clera for specific work arrangement details.
How do I apply for the Manager, Quality Assurance (IPO) position at Coupang?
You can apply for the Manager, Quality Assurance (IPO) position at Coupang directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.